User Manual

IT Support

Ticketing System

Introduction

In order to streamline support request, “IT Support – Ticketing System” has been developed.

IT Support will be used to receive, streamline, centralize and manage all tickets raised by the

Government Employee and the citizen of Madhya Pradesh for the services/applications

managed by MP Government. From the initial ticket request to resolution/closure ticketing

system software helps end user through every stage.

Every support request is assigned a unique ticket number which user can use to track the

progress and responses online. A valid email address is required to submit a ticket.

Open a New Ticket

The IT Support - Ticketing System for online support can be accessed at

http://www.itsupport.mp.gov.in and user would be presented with the screen shown in figure

below and the menu item to follow is shown with a pointing arrow.

To open a ticket, user needs to create an account on the IT Support System by clicking the

above mentioned link “create an account”. Once the user has clicked on the link, he/she will

be represented with the registration form screen shown in figure below.

By providing the asked information i.e., email address, full name, mobile number, user type

(Citizen and Govt. Employee), Department and internal office (in case of Govt. Employee)

and password, user have to click on the register button. On clicking the register button user

will get a verification link at registered email-id.

On clicking the verification link, user’s account get confirmed and successfully activated.

After activation user can open a ticket and raise the issue. To open a ticket user need to click

on “open a new ticket” tab as shown in above figure.

Once user has clicked on “Open a New Ticket” he/she will see the form shown below in

figure. The ticket would consist of the User Information i.e., email-id & user name.

To raise a ticket user needs to select the department to which he/she wishes to submit the

ticket.

Now user needs to select the internal office for the selected department, as shown below.

After the selection of internal office form the list, user needs to select the services from the

drop down list, as shown below.

On the selection of services user shall be able to select the “Help Topic”, as shown below.

When user click on the dropdown menu of the Help Topic indicated above in figure, he/she will

see the list of all the topics or application for which they want to raise the issue. On the

selection of help topic user shall be able to view the form to enter the details i.e., subject,

details of the query and upload screen shot or file related to the issue.

The “Subject” would be the detail that appears in the list of tickets that the assigned person

would receive; like what user see in the subject field for list of emails. Just like in an email

subject, user should not write very long sentences in this text field and try to make it clear and

concise, as he/she will have the opportunity to enter the rest of the information in fields

provided further down. User can also drag & drop or attach the supporting documents.

Once user has entered all the necessary information, he/she needs to click on the “Create

Ticket” button at the bottom as shown in figure above. Once user has created a ticket, an email

notification will be sent to the registered email-is of the user. In figure below user can see the

content of the email notification for the created ticket containing the ticket number and

hyperlinks to further process about the ticket.

On clicking the link got in the email, user can see the basic ticket information, user information

and ticket details.

User can also edit the sent ticket by clicking the “Edit” button as shown above. On clicking the

edit button user will be shown a screen to edit the category and subject of the raised ticket.

To update the catagory and subject user need to click on the submit button as shown above.

Check the status of Previously Generated Ticket

To check the status of already generated ticket, user has to click on the “Check Ticket Status” as

shown below.

On clicking the above link, user will see the login screen. By entering Email Address, Ticket no.

and captcha text as shown below user will get an access link on the regsitered email-id to access

the dashboard.

Once user clicked on the access link received in email, he/she will redirects to the support ticket

system and track the status of raised ticket as shown below.

Or if user wants to post the reply to the raised ticket, then he/she can also post the reply as

shown below.

Services

Under services tab user can find the services as per their requirement for the concerned

departments.

Thank You!